Granular, real-time call center reporting

SentiSum's AI-powered support ticket tags apply granular 'reasons for contact' in real-time. We make insights from every ticket easy to access, so you can report on tags in minutes and drive company wide improvements.

Customer support ticket analytics and insights using AI automation

"No more tagging, just root cause insights on-demand. Every team has started using support insights!"

Director of Customer Service, +$50m revenue fast-growth company

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What it looks like to use machine learning tagging in your customer support system

How it works

SentiSum is built using machine-learning based NLP. It's designed to understand and tag customer contacts in a way that's:

1/ Accurate: It tags based on meaning, not keywords.

2/ Granular: Tags get to the root cause of the topic.

3/ Real-time: Everything happens in milliseconds.

You can trust SentiSum tags to underpin strategic change across your business.

P.s. We cover 100s of languages and channels (even voice.)

Built to save reporting time

Automated call center reporting | Report contact reasons

Simplified call center reporting

With SentiSum's simple-to-use UI, you won't need technical know-how to understand the topic and sentiment of every support ticket.

You, or anyone in your team, can simply switch between contact channels, filter by topic or subtopic, and have instant access to the issues facing your customers across every contact channel.

Search every conversation channel

Like Google for customer support, you'll be able to answer questions from other teams by simply searching for an answer.

It's truly multichannel. We've even cracked voice—so you can search historical phone calls for insight.

Say goodbye to manually analytics and reporting.

Search every conversation channel
Push 'reasons for contact' to your inbox

Push 'reasons for contact' to your inbox

Our daily digest email ensures you stay up-to-date with performance, top ticket drivers and the largest rises and falls in topics.

Subscribe anyone to bring company-wide access to support data. You'll see a refocus on customer experience that helps you to reduce ticket volumes.

Why replace your existing tagging system?

Most tagging systems take a lot of manual work or the insights can't be trusted to back up business decisions. Usually tags are inaccurate, inconsistent or generic, so customer support is like a black box.

Before SentiSum

  • Tags are broad and require manual digging
  • Tags become outdated so insight is missed
  • Tags are based on 'keywords' = inaccurate
  • Tags are applied inconsistently by agents
  • Reporting is still time-consuming

After SentiSum

  • Tags are granular and get to the heart of the issue
  • Tag taxonomies are continuously up-to-date
  • Tagging is machine-learning based = accurate
  • Tags are applied consistently to 100% of your tickets
  • Reporting is made simple with automation
  • Tags can be trusted to guide triggers, automations and company-wide improvements

All your channels under one roof

SentiSum is a single source of truth. In one simple-to-use dashboard, you'll understand the topic and sentiment of every customer conversation, survey and review.

Why is call center reporting important?

Customer support is frequently described as a 'black box'. There's endless amounts of data hidden away in those customer conversation but it's largely inaccessible. Uncovering that data is critical. And sharing it companywide creates a competitive advantage. When support conversation insights are accessible, you can start tackling bad CX, customer complaints, customer dissatisfaction and drivers of churn in a heartbeat.

Automated ticket tagging is an essential part of call center reporting as it uncovers granular insights from support tickets, making them highly accessible.

Must-reads

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Machine learning vs. Keyword tagging

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"It really helps us understand not only what our customers are saying but how they are feeling."

Sean Mckee

Director of CX & eCommerce

See it in action